Head of User Services

4 months ago

Newcastle upon Tyne, United Kingdom Driver and Vehicle Standards Agency Full time

**Details**:
**Reference number**:

- 325011**Salary**:

- £51,997**Job grade**:

- Grade 7**Contract type**:

- Permanent**Business area**:

- Strategy, Policy, Digital and Technology**Type of role**:

- Information Technology**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Birmingham, Bristol, Newcastle-upon-Tyne, Nottingham, Oldham, SwanseaAbout the job

**Job summary**:
We offer hybrid working - giving you greater flexibility about where and when you work.

Are you a motivated, self-driven, people person?

Does the challenge of pulling multiple IT services into a coherent delivery strategy for the business excite you?

As head of User Services you will face complex problems, develop focused solutions, and have a direct impact on the safety of Britain’s roads.

You will lead the User Services team, which has a pivotal role in ensuring the Agency’s IT services are reliable and fit for purpose. IT underpins every service delivered from the Tablets used on Driving test to the booking systems used by millions of citizens.

You will have accountability and responsibility for the provision of IT staff for all DVSA colleagues, using the latest technologies, focusing on a great overall user experience.

You will be responsible for the strategy roadmap, integration and building the capability of the team.

There’s never been a better time to join the DVSA.

Our **Digital-first vision** is supported by a clear strategy which allows our staff to develop and grow.

Click here to find out more the award-winning services we work on and what’s on offer for you, helping drive your career forward.

**Job description**:
You will:

- Lead the Innovation and UX teams to ensure that all core services are fully functional at all times.
- Analyse current processes and identify and implement opportunities to optimise them.
- Lead and develop a team of experts to deliver service improvements.
- Accountable for ensuring that the UX and Information Technology Service Management (ITSM) teams fully utilise the technology available by collaborating with Technology Services teams, Information Management, Security and Data, and Business Change Management teams to promote best practice and improve user adoption through creating a great digital employee experience.
- Accountable for the ITSM platform roadmap and ensuring that it aligns to strategic objectives.

More detail will be found on the attached role profile.

**Person specification**:

- Significant experience of leading in an IT Service environment, including experience of line managing people, both directly and virtually.
- Experience of operating in a service focused capacity and ability to see the bigger picture investigating how to get the best of underlying services.
- A thorough understanding of the technical concepts required for the role and can explain how these fit into the wider technical landscape. This includes automated ITSM tools/platforms.
- Experience of creating and implementing processes, monitoring effectiveness, and driving process improvement, being proactive in searching for potential problems.

More detail will be found on the attached role profile.

**Behaviours**:
We'll assess you against these behaviours during the selection process:

- Leadership
- Managing a Quality Service

**Benefits**:
**About Us**

The Driver and Vehicle Standards Agency (DVSA) helps keep Britain moving, safely and sustainably.

We do this by helping people through a lifetime of safe and sustainable journeys, helping them keep their vehicles safe to drive, and protecting them from unsafe drivers and vehicles.

We’re working hard to:

- Make roads safer
- Improve services for our customers
- Make road transport greener and healthier
- Harness the potential of technology and data
- Grow and level up the economy

We’re committed to giving all our colleagues purpose, professionalism and pride in what we do. We work in supportive, diverse and inclusive teams where everyone is valued. You can grow, develop and progress, and make a real difference to society.

**_ To find out more about how we champion diversity and inclusion in the workplace and making DVSA a great place to work _**_visit our Careers website_**_._**

**Benefits**
- An environment with flexible working options where we encourage a great work-life balance
- Exceptional pension with an employer contribution of an average of 27%
- Generous Annual Leave - 25 days holiday, increasing by 1 each year of service, up to 30
- 8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday
- Latest IT and Tech devices
- A culture encouraging inclusion and diversity with a range of staff communities to support all our colleagues
- Excellent learning and development tailored to your role including paid apprenticeships up to Masters level
- Wide range of discounts s

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